Help Desk Representative

Position Summary

Base-2 Solutions is seeking a Help Desk Representative to support USSOUTHCOM J26 ENHANCED DOMAIN AWARENESS task order. This role involves providing technical support for cloud-based and on-premises environments, ensuring timely and effective resolution of IT-related issues.

Essential Duties and Responsibilities

• Provide technical support for cloud-based and on-premises environments.
• Ensure timely and effective resolution of IT-related issues.
• Use IT troubleshooting methodologies and ticketing systems such as JIRA and ServiceNow.
• Apply customer service best practices.
• Perform incident resolution, remote desktop support, and end-user assistance.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field OR a minimum of 3 years of equivalent experience in IT support.
• Demonstrated experience resolving Tier 1 and Tier 2 support tickets.
• Experience assisting with enterprise device provisioning and maintaining IT asset tracking systems.
• Experience with Microsoft Windows, macOS, and cloud-based IT support tools.

Preferred Qualifications

• CompTIA A+ certification.
• ITIL Foundation Certification.
• Microsoft Certified: Modern Desktop Administrator Associate.

Required Education and Experience Equivalency

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• OR 3 years of equivalent experience in IT support.

Required Certifications

• None specified.

Required Security Clearance

• No Security Clearance Required

Pay & Benefit Highlights

Compensation

• Competitive fixed salary or hourly pay (based on experience, skills, location, and internal equity).
• Employee referral bonuses up to $10,000 per hired referral.
• Additional bonus opportunities for exceptional performance and contributions to business development and company growth (role-dependent).

Health

• 100% company-paid medical premiums for employees and eligible dependents.
• Choose from multiple plan options with CareFirst, Kaiser, and UnitedHealthcare, including PPO, POS, HMO, and HSA-compatible plans.
• 100% company-paid dental premiums for employees and eligible dependents.
• 100% company-paid vision premiums for employees and eligible dependents.

Income Protection

• 100% company-paid premiums for short-term disability.
• 100% company-paid premiums for long-term disability.
• 100% company-paid premiums for accidental death & dismemberment (AD&D).
• 100% company-paid premiums for life insurance up to $200,000.

Retirement

• 401(k) with immediate vesting: 4% company match plus a 4% non-elective company contribution (8% total).
• 401(k) pre-tax and Roth options.

Leave

• Up to 20 days of flexible paid time off (PTO).
• 11 paid floating holidays.

Work-Life Balance

• Flexible work schedules, including flex time and compressed work periods (contract and project-dependent).

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